Service Desk Analyst

3 weeks ago

Adelaide, Australia Hudson Full time

Overview

Position Title: Service Desk Analyst

Location: Level 4, Rundle Mall Plaza, Mawson Lakes Campus, Remote as agreed with the University

Estimated Commencement: Late August 2025

Estimated End: June 2026

Salary: $50-$55 per hour + super

Responsibilities

- Provide predominantly level 1 and 1.5 IT support to university staff, students, and affiliates.
- Perform front-line IT support via phone, live chat, and self-service tickets for Windows, macOS, mobile devices, SOE, and personal devices.
- Access and follow specialist knowledge in the Service Management platform (ServiceNow) to support issue resolution.
- Escalate complex Level 2 and 3 issues to relevant technology owners, following established escalation processes with a high level of autonomy.
- Support key operational periods during university merger, covering 8am–6pm weekdays and contributing to a smooth IT experience for the new university.
- Collaborate with subject matter experts, vendors, specialists, and colleagues to resolve issues and deliver excellent customer service.

Team Size

We will be seeking six (6) Service Desk Analysts and one (1) Senior Service Desk Analyst to enable hypercare support.

Key Skills

- Technical Proficiency
- Customer Service
- IT Service Management
- IT Operations
- Collaboration and Stakeholder Engagement
- Knowledge Management
- Document Sharing
- Commitment to Continuous Learning
- Excellent Written and Verbal Communication skills

Key Qualifications

- ITILv4 Foundation, CompTIA A+, Microsoft/Apple certifications (desired)
- Diploma or tertiary qualifications in IT or related discipline

Desirable Skills, Experience or Qualifications

- Understanding of cybersecurity and secure networking practices
- Familiarity with mobile device management (MDM) and remote access tools
- Knowledge of Audio Visual systems and VoIP telephony
- Familiarity with cloud platforms, including Microsoft 365 and Azure environments
- Proficiency in enterprise service management tools (e.g., ServiceNow, Marval)
- Experience documenting resolutions and maintaining knowledge bases
- Experience developing self-help guides and user documentation
- Customer service experience with VIP users or sensitive escalations
- Adaptability to evolving technologies and dynamic environments

Special Conditions

- Standard seven and a half (7.5) hour day / 37.5 hour week between 8am–6pm
- Timesheets must be submitted weekly
- 5 days per week on site, or as otherwise agreed with Hiring Manager
- University to provide a device and headset for the role
- Resource will be expected to participate in on-site days as required by the University
- Mandatory shutdown period during December and January each year (dates to be advised)

Diversity, Equity & Inclusion

Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen.

Casual Loading

Please note for all Australian based contract and temporary roles only, the pay rate includes a mandatory 25% casual loading. This excludes permanent and fixed term roles.

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